Reviews: What we can all learn from AirBnB
When AirBnB began their journey they recognised they had to overcome one significant hurdle: trust. How could they ensure – as far as possible – that hosts and guests would have the maximum reassurance that both parties would uphold their sides of the deal?
Reviews became the answer…
They took a long hard look at TripAdvisor. How to emulate them, but go one better? Simple: don’t just invite reviews, but make reviews mandatory – on both sides of the equation. Now, for every stay, there’s a review by the guest and a review of the guest by the host.
First we’ll look at this from the consumers’ point-of-view, it answers all these questions at a stroke:
- Am I getting all their guests’ opinions?
- Was the stay value for money?
- Did anyone not enjoy their stay? And, if not, why not?
- Are the hosts painting the full picture?
And now from the business’s…
- They know their guest is getting the full picture. They know the guest can rely on their fellow guests – completely. They know it gives their potential guest the confidence to go ahead and book.
And a word for the nay-sayers:
We have all heard the AirBnB horror stories. They are invariably as a result of one or both parties going off-piste and not communicating (or paying) through AirBnB. bear in mind that AirBnB list 1.5 million properties across 34,000 cities – it works!
Become like AirBnB
Explain to your customers that leaving a review is considered standard practice for your business, and explain why:
- because you rely on them
- because your potential clients rely on them
…then you can sit back and watch the business roll in.
N.B. At HelpHound we are proud that our review management system – Dialogue™ – only works for good businesses. If you think your business will attract a lot of negative reviews, then perhaps you need to address whatever failings might cause your customers to write them before you join.
Dialogue does incorporate a great – and extremely effective – dispute resolution mechanism (called Resolution™); and our clients and their customers do make use of it. An average of 8% of all reviews go through Resolution – with over 97% of those resulting in a satisfactory outcome for both parties.